We have reached the Release Candidate (RC) phase for our next release, Web Help Desk 12.1. RC is the last step before general availability and is a chance for existing customers on active maintenance to get the newest functionality before it is available to everyone else. You can find the RC binaries for download in the SolarWinds customer portal.

 

If you have any questions I encourage you to leverage the WHD RC group on thwack:

 

http://thwack.solarwinds.com/groups/solarwinds-web-help-desk.

 

This release contains the following product improvements and new features:


 

You will find the latest version on your customer portal in the Release Candidate section.

 

Ability to de-escalate a ticket

 

You can find a brand new buttons to escalate and de-escalate a ticket in ticket details section.

escalation.png

Process of escalating or de-escalating of ticket is following settings of Tech groups levels. After escalating or de-escalating a ticket, information icon will inform you about details how was the escalation performed.

escalation_info.png

 

Improved help accessibility

 

Apart from continuously improving documentation our goal was also make it more accessible and easier to find and use.

help_buttons_whd_12_1.png

 

We added a new help button to main menu, so you can open WHD help easier from any page. We also added help buttons to particular sections of setup. These lead to chapters of help discussing particular WHD setup section, again make it easier for you to find help for the relevant part of setup.

 

Casper 9 support

 

We introduced new way how to integrate with Casper 9 and instead of connecting to database as with in previous versions, we utilize Casper API and thus there is no need for database name field anymore. Also instead of database user, you should use Casper user. Please check the tooltips in the UI of Connection Basics configuration.

 

[EDIT: Added new section about Casper 9 to highlight the change in method of integration.]

 

Casper9settings.png

 

If you have a question about whether a case you've filed was resolved in this release or a certain feature request implemented, feel free to ping back on this post or in the RC forum and let me know - I'll be sure to look into it.